Job Title: Call Handler / Responder
Employer: Derby City Council
Hours: Monday - Friday, 9:00am - 5:30pm

Contract: Until December with the view to extend

Job Purpose

To provide a responsive call handling and responder service, ensuring that members of the public receive timely, accurate and professional support. This role involves effective communication, problem-solving, accurate record keeping, and the ability to respond to urgent situations with a calm and sympathetic approach.

Key Responsibilities

Handle incoming calls and respond appropriately to the needs of service users.
Accurately complete forms, documents and logs in line with procedures.
Gather, collate and record information with attention to detail.
Solve problems, including those that may not have an immediate solution, using initiative and judgement.
Maintain accurate computerised records.
Prepare simple written reports and maintain logs where required.
Work directly with the public in a professional, supportive and approachable manner.
Provide on-site support where necessary, including use of tools, equipment and specialist lifting devices.
Carry out duties safely, which may involve kneeling, climbing and working on step ladders.
Person Specification

Essential Skills & Abilities

Strong communication skills, with the ability to adapt to different audiences.
Good standard of oral communication.
Accuracy and attention to detail when completing paperwork and records.
Ability to remain calm and sympathetic in crisis situations.
Basic IT skills, including the use of computerised systems.
Problem-solving skills and the ability to work under pressure.
Experience

Experience of maintaining computerised records.
Experience of preparing simple written reports and/or logs.
Experience of working with the public in a customer-facing role